An Analysis of Student Support Services for the Completion of Studies by Distance Students at the Centre for Open, Distance, and e-Learning of the University of Namibia

The Centre for Open, Distance and eLearning (CODeL) at the University of Namibia (UNAM) implemented a student support system to assist students in meeting their personal and academic needs. However, despite this effort, distance students at UNAM do not always complete their studies on time. This article reports on the results of a study that analysed the student support services towards the completion of studies by distance students at CODeL. The study adopted a mixed method approach with a case study design and a questionnaire as well as an interview guide to collect data from 60 students and 15 staff members respectively. The study findings show that face-to-face Saturday classes and vacation school were the most popular student support services provided by UNAM, and these services offer students the opportunity to meet lecturers, ask questions, learn about module content, and receive administrative support. However, the support services at CODeL were inadequate. The areas of CODeL’s student support services that need improvement include communication, systems, study material and support services. The recommendations address the need for administrative staff to improve communication with students, that academic staff should undergo annual capacity building workshops, respond to student inquiries on time, and receive training on how to provide personalised feedback on student enquiries. In turn, students should bargain for the best student support services through student representation.